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目的:探讨院前急救工作的特点及护患纠纷发生的原因,从而采取有效的防范措施,降低院前急救中护理纠纷的发生率;为政府决策者提供对120进行科学管理的依据。方法:对2005年10月-2008年10月我院8699例的院前呼救患者在院前急救过程中发现的护理安全隐患进行回顾性总结分析(资料来源:院前急救问卷调查表、院前急救护理安全隐患记录、院前急救护理投诉记录)。结果:我8699例院前急救无一例纠纷发生,其中院级投诉3例,院前急救问卷调查患者及家属满意度97.50%以上,发现存在护理隐患38例,占有效呼救总数的0.43%,通过及时干预无护患纠纷发生。结论:在院前急救过程中,重视环节管理,及时干预护理隐患,可以大大提高患方的满意度,杜绝护理纠纷发生。
Objective: To explore the characteristics of pre-hospital emergency work and the causes of nurse-patient disputes so as to take effective preventive measures to reduce the incidence of nursing disputes in pre-hospital emergency and to provide the basis for government decision-makers to conduct scientific management. Methods: A retrospective analysis was made on the potential safety risks of nursing care among 8699 pre-hospital care patients in our hospital from October 2005 to October 2008 (Source: Prehospital emergency questionnaire, Emergency care safety hazard record, pre-hospital emergency nursing complaint records). Results: None of the 8,999 pre-hospital emergency cases occurred. Among them, 3 were hospital-level complaints, and there were more than 97.50% satisfied patients and their relatives in the pre-hospital emergency questionnaire. There were 38 nursing hidden dangers and 0.43% Prompt intervention in the protection of disputes arising. Conclusion: In the pre-hospital emergency process, pay attention to the link management, promptly intervene nursing hidden danger, can greatly improve the patient’s satisfaction and prevent the occurrence of nursing disputes.